EMUCU Online Banking Self Service Unlock Feature

What is Self Service Unlock?

EMUCU Online Banking with Self Service Unlock gives you the power to unlock your account if you mistakenly enter your password incorrectly. Self Service Unlock is a secure, web-based, end-user account unlock reset feature. This process allows a member to unlock him or herself without needing to call the Contact Center. Unlock your account or mobile app login credentials anywhere, 24/7, through the Online Banking portal.

What is the purpose of Self Service Unlock?

Your Online Banking username and password are case sensitive and may contain upper and lowercase letters as well as numbers. Inputting either incorrectly multiple times will lock your account.

The Self Service Unlock feature allows members to unlock their account if they have entered an invalid password 3 times. The process only unlocks the member. It does not reset the username or password. Therefore, this is only beneficial to those who know either their username or password and want to unlock the account to complete the “Forgot Username” or “Forgot Password” process.

Steps to unlock your account: 1. Enter your username and click “login” on the EMUCU.com homepage. If you are

locked out of your account, click “Locked?” located below the login button and follow the prompts.

2. After entering your username, select “Start Unlock Process.”

3. One of your three security questions will appear on the next page. After entering the answer into the text box, click “Next”. Below is a preview of this page.

4. If answered correctly, the One Time Passcode (OTP) process will start. You will select the method by which you would like to receive the passcode (text, call, or email) and click “Send Passcode.”

The question was set up during the account

registration

5. Enter the given passcode into the text box and click “Confirm Passcode,” as shown in the screen below.

Below is an example of the message you will receive with the passcode if you selected the “text” option:

6. After confirming the passcode, you will be taken to a window similar to the one below. You are now able to sign in with your username and password.

Note: This process only allows one attempt at self-service unlock. Upon unlocking, the user must log in before he or she can use the process again. You may only request to resend the passcode once if you did not receive it the first time. If you are still locked or have any other questions, please call our Contact Center at 734-662-8200.